Key Responsibilities:

Driver Ops & Performance Management

Own end-to-end driver ops, including training, and retention.
Develop and execute structured training programs aligned with safety, service, and compliance standards.
Monitor and improve driver KPIs such as On-time delivery rate, utilization, pick up time, Safety incident frequency, Customer satisfaction scores
Conduct regular performance reviews and implement coaching or corrective actions as needed.

SOPs & Operational Excellence

Build, document, and continuously refine SOPs which can help in better allocation and better driver utlization
Standardize escalation protocols, route planning procedures, and quality control checks.
Champion a culture of operational excellence by identifying inefficiencies and deploying process improvements using Lean or Six Sigma principles.

Escalation & Incident Management

Act as the primary escalation point for driver-related issues, service failures, and compliance breaches.
Lead root cause analysis and implement preventive measures to reduce repeat incidents.
Maintain detailed incident logs and ensure timely resolution to minimize service disruption.

Ops Analytics & KPI Reporting

Own driver ops dashboards and reporting tools to track performance, compliance, and cost metrics.
Analyze trends and surface actionable insights to leadership.
Collaborate with data teams to automate reporting and improve visibility into key operational KPIs.

Cross-Functional Collaboration

Work closely with logistics, customer support, tech, and finance teams to ensure seamless ops execution.
Coordinate with product and engineering to improve driver-facing tools and workflows.

Customer Experience & Retention

Lead customer escalation resolution with speed and empathy.
Implement feedback loops to improve driver behavior and customer satisfaction.
Support retention initiatives by aligning driver ops with customer-centric goals.

Strategic Ops Initiatives

Must-have Skills:

5+ years in operations/logistics/fleet management. (Warehouse management experience is not relevant)
Proven track record in driver performance management, SOP development, and escalation handling.
Strong analytical skills with KPI tracking & dashboards
Good stakeholder management and problem-solving ability
Ability to manage supply-demand balance and work in high-pressure environments.
Experience with route optimization software, fleet tracking systems, and CRM tools is a plus.

Senior Manager- City Fleet Operations